Customer Service Team Leader

DuPont•Midland, TX

3d•Hybrid

About The Position

At DuPont, our purpose is to empower the world with essential innovations to thrive. We work on things that matter. Whether it’s providing clean water to more than a billion people on the planet, producing materials that are essential in everyday technology devices from smartphones to electric vehicles, or protecting workers around the world. Discover the many reasons the world’s most talented people are choosing to work at DuPont. Why Join Us | DuPont Careers DuPont’s Customer Service team has an exciting open position of Customer Service Team Leader. In this position, you will be responsible for leading the North America Customer Service team, as well as ensuring that Customer Service operations comply with DuPont guidelines. In addition, you will be responsible for ensuring excellent customer service and experience for DuPont clients.

Requirements

Bachelor’s degree required
Excellent English speaking and writing skills
Strong experience in SAP is preferred
Project management experience and potentially Six Sigma certification is a plus
Experience in people leadership, customer service, and sales are preferred
Excellent personal motivation with a proven ability to build and work collaboratively in a strong team-concept environment and independently
Strongly committed to teambuilding and staff development; takes pride in nurturing talent through ongoing candid feedback on performance and development needs
Ability to motivate a diverse team of direct reports and make everyone feel his/her work is important

Responsibilities

Lead the NA Customer Service teams supporting the Building & Construction product lines, ensuring consistent execution, engagement, and performance.
Transform Customer Service into a strategic Revenue Operations partner , contributing directly to profitable growth and revenue protection.
Own end‑to‑end order management (OTC) execution for the NA Shelter portfolio, ensuring accurate order processing, proactive risk management, and drive accountability for the execution of our order book and past dues.
Drive Customer Service ownership of orders at risk , including correct Incoterms usage, fiscal period alignment, and timely escalation to protect revenue.
Partner closely with Commercial, Supply Chain, Finance, Decision Centers, and adjacent functions to ensure seamless collaboration and execution.
Facilitate regular cross‑functional collaboration sessions with key stakeholders to review performance, risks, and priorities.
Champion customer intimacy and customer excellence across physical and digital channels.
Lead the stabilization and acceleration of order entry automation , supporting initiatives to significantly reduce manual order entry and increase speed, accuracy, and efficiency.
Ensure full and consistent adoption of Service Cloud and other approved digital tools by all Customer Service Representatives.
Support cross‑regional initiatives to simplify, standardize, and automate shipping documentation and related OTC processes.
Support the NA OTC E2E productivity roadmap, aligning operations with the DuPont OTC E2E Operating Model.
Ensure compliance with SOX, Right to Operate, Tax, and trade requirements , proactively addressing new business scenarios.
Build a strong, engaged, and empowered team aligned to the DuPont Culture MAP , promoting ownership, accountability, and continuous improvement.
Foster a culture of learning, digital adoption, and continuous improvement, encouraging simplification ideas and use of improvement platforms.
Consistent delivery of Customer Service performance targets, including: Order Accuracy (OA) Agile VOC SLA adherence Reduction of manual order touches across the OTC flow Demonstrated ownership and effective execution of the NA order book, including proactive management of orders at risk.
Successful implementation and sustained adoption of automation, digital tools, and Service Cloud functionality.
Customer Service accountability for accurate and timely use of reason codes (DTR, DPT, OTIF) and disciplined date management per process guidelines.
Measurable improvements in customer experience, customer satisfaction, and customer intimacy.
Effective cross‑functional collaboration resulting in improved service reliability, delivery performance, and revenue protection.
Compliance with governance, audit, and regulatory requirements, with no material control failures.
Engagement, development, and retention of Customer Service talent, supported by regular feedback, recognition, and learning initiatives.
Active contribution to continuous improvement, simplification, and innovation through idea generation and implementation.
Visible leadership behaviors aligned to DuPont values, reinforcing accountability, ownership, and a high‑performance culture.